Complaints – involving a financial claim.
Rules for receiving and dealing with complaints.
Either the authorised person or the passenger may lodge a complaint with the Silesian Railways:

  1. for non-performance or improper performance of the contract of carriage;
  2. total or partial non-use of the ticket(s);
  3. if he or she does not agree with the content of the demand for payment and can prove that he or she was in possession of a valid ticket or document confirming entitlement to free or reduced-price travel.

 A complaint can be made in the following form:

  • written form:
    1. at the Company’s registered office at 58 Raciborska Street, 40-074 Katowice;
    2. at any Silesian Railways check-in counter;
    3. or sent by mail through a postal operator within the meaning of the Act of 23 November 2012 – Postal Law (consolidated text Journal of Laws of 2023, item 1640, as amended) to the following address:

Koleje Śląskie Sp. z o.o.
ul. Raciborska 58
40-074 Katowice

Complaints or requests – not involving a financial claim.

Complaints/requests concerning the quality of the services provided and the respect of passengers’ rights and obligations under Regulation (EC) 2021/782 of the Parliament of the European Parliament and of the Council (EU) of 29 April 2021 or addressed to a specific employee may be submitted in written form:

  1. in person or by post to the following address:

Koleje Śląskie Sp. z o.o.
ul. Raciborska 58,
40-074 Katowice

  1. by e-mail to skargi@kolejeslaskie.pl,
  2. by means of an online form,
  3. at the Silesian Railways check-in desk.

The President of the Office of Rail Transport supervises compliance with the provisions of Regulation (EC) 2021/782 of the European Parliament and of the Council (EU) of 29 April 2021 on rail passengers’ rights and obligations.

Office of Rail Transport, address: Al. Jerozolimskie 134, 02-305 Warszawa, hotline number – passenger rights: 22 460 40 80, e-mail address: pasazer@utk.gov.pl